Best Buy Stores, LP - US Headquarters

September 1,
To Whom It May Concern:
Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** *** as I have credit the order in question the $value that she requested for the missing promo itemI spoke with
Ms*** and she accepted the offer and considers this matter closed in fullNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

I am rejecting this response because:
Good Evening, After reviewing the terms and agreements for the purchase and the current terms for the most recent purchase and current online webpage, can you please explain the two screenshotsIt looks that the warranties occur after the end of the manufacturers warranty and depending on the plan, could extend the offer for no more than yearsIf you only offer or year Geek Squad Protection Plan, then why does it state there is a maximum of years combined between manufacture and Geek Squad Protection Plans. The current terms of the agreement state in the given example of the terms and agreements that a year protection plan and a year manufacturer warranty for total a year protection plan.Please let me know if you have any additional questions.Thank you and have a great day!

I am rejecting this response because:
This is simply not trueI was told the item would be freeI expect to pay for things, but also expect things to happen as they are statedI was not told I would receive a gift card, I was told I would receive a free productI do not want the gift card they are offeringI have other things I could worry about than thisI was hoping Best Buy would take care of a good customerI am done with this matter and Best Buy

Initial Business Response /* (1000, 5, 2016/02/19) */
Revdex.com,
Thank you for bringing this to our attentionPlease know that the return and refund were processed and the customer has been refunded
Generally, with a debit card or check purchase, check refund would be provided
Please see
the following information located on our website under "Refund Method":
"Refund Method
With a few exceptions, we will reimburse you for returned items in the same way you paid for themIf you prefer, you can make an exchange for the same itemIf you paid more than $in cash or more than $by check or by a debit card without a major credit card logo, we will refund you by check within business daysAny amounts deducted from a gift card will be credited to the gift cardIf you no longer have the gift card used for an order, please call us at 1-888-BEST BUY (***) with your order number handy, and we'll be happy to send you a replacement."
That being said, our store was able to go above and beyond for the customer and supply a manual credit card refund to the customer so the funds would be deposited directly back to the card within the standard return timeframe for that card
When we make a sale, the bank processes the transaction at their will
With refunds, this would be the sameWe cannot control the timeline for refunds on the bank's endIt would be the same timeline as with any other return for another retailor and is not retailor specific
Please know we would not be compensating the customer
Thank you again for allowing us to address these concerns
Regards,
Sarah L

Dear Revdex.com, I was informed that Mr*** was contacted by the appliance delivery and installation teamThey stated that the laundry pair has been installed and client genuinely likes the productHe was also offered a customer service gesture for his experience. Thank you/

Dear Brad, Thank you for contacting Best Buy through the office of the Revdex.comI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters. I am very sorry that the Early Tip Off digital content was not included with the NBA2kGold Legend
edition for the Xbox One. The digital content information should have been included in the box from EA and was not something Best Buy was responsible to provide separately We have been able to acquire the Gold game content code which is supposed to include all the ETO content for you from EA. The Code has been emailed to you directly. If you should have any problems with the code you will have to contact EA directly for assistance Thank you for your patience and again, I apologize for your experience, as we do value your business. Best Buy considers this matter resolved Sincerely, Larry S

Initial Business Response /* (1000, 6, 2016/02/22) */
Dear Revdex.com,
Thank you for bringing this matter to out attentionOur records indicate that MrS*** placed an order for an iPad Mini on 02/12/This order was unfortunately cancelled due to an unforeseen availability shortageThe
customer has contacted our offices and we have sent a replacement gift card as he did not have the original used on the purchaseFurthermore, our records indicate that MrS*** has purchased a secondary itemWe have no indication of further attention is needed for this matter but we have added a link for our conditions of us to our website with further information
http://www.bestbuy.com/site/Help-Topics/Conditions-of-Use/pcmcat204400050067.c?i...⇄ /> Thank you,

I am rejecting this response because:I think that Best Buy's refusal to honor their commitments is appallingI did nothing wrong and was penalized because of lack of communication by their staff and inaccessible softwareIt is disconcerting that they care so little of their customersThe issue isn't that it is an open box item the issue is that I couldn't buy something I came in to pay for, was told it would be held for me until I could come in the next day when their system was up, and was deceived wasting my timeGoing forward I will make my purchases with Amazon, they always have a customer cenetered approach

I am rejecting this response because:Go Pro has issued us a replacement for the drone, as soon as we receive it we are expecting Best Buy to fully refund our purchase with no exceptions as your excuse was to not do the return because the item was damaged, now we will be returning you a brand new and fully working drone back We tried to return your product that you sold to us that malfunctioned since day one and Bestbuy refused to fix the issue from the beginning

Initial Business Response /* (1000, 7, 2015/10/20) */
October 17,
To Whom It May Concern:
Best Buy is unable to confirm or deny ***'s claims based of the information supplied in her complaintHowever, if there was any fraud involved in the transaction she would need to
deal directly with the financial institution that holds the credit account in question and follow their procedures for disputing a charge and fraudulent activityNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance ***
Senior Executive Resolution Specialist
Best Buy Corporate Campus

Initial Business Response /* (1000, 9, 2015/08/19) */
Dear Revdex.com,
Thank you for bringing this matter to our attention to be addressed
Since the unit was purchased and dlivered in April 2015, it is outside our return exchange policyIt is however covered by Manufacturer's warranty and service
can be performed to remedy the listed issues
We would advised to call 1-888-Best-Buy (***)to schedule repair services
Thanks,
Initial Consumer Rebuttal /* (3000, 11, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
PURCHASE WAS MADE IN APRIL FOR A DIFFERENT REFRIGERATOR I WAS GIVEN BAD DAMAGED REFRIGERATORS OVER AND OVER SO I ONLY HAD DAYS WITH THIS NEW ONE AND IT TOOK THAT LONG TO REALIZE IT WAS A LEMON *** DIDN'T SELL IT TO ME YOU DID IT CANNOT BE FIXED IT MUST BE RETURNED
Final Business Response /* (4000, 13, 2015/08/20) */
Dear Revdex.com,
Best Buy has provided our final stance on this matterThe customer is free to contact store management or 1-888-BestBuy to explore alternative avenues
Thanks,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for your cooperation in this matter Best Buy I appreciate you issuing the refundThere was also a $material charge that was issued along with the service fee on that receiptPlease refund this to me as well, Thank youWill these refunds be going back to the card I paid with originally?

Initial Business Response /* (1000, 5, 2016/02/02) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com about the return exchange period for Best Buy My name is Tyrus *** with the Executive Resolution Team at Best Buy Corporate Headquarters
I
am sorry to hear about this issue and I understand the frustration that this situation must cause for youWe value feedback such as this, as it helps us make decisions for the future of our companyFor our customer's convenience, we offered an extended return policy during the holiday seasonPurchases that were made between 11/01/and 12/31/had an extended return policy through January 15th So although I do understand that you had some unfortunate circumstances the fact is that you were still ten days outside of policy
***, again I apologize for your experience, as we value your businessThank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at Tyrus.***@bestbuy.com
Sincerely,
Tyrus ***

Dear Revdex.com, The qualifications for our Price Match Guarantee are outline on our websiteI have included a link
below. http://www.bestbuy.com/site/Global/Low-Price-Guarantee/pcmcat290300050002.c?id=p...⇄ We match local retail competitors (including their online prices) and these qualifying online retailers: Amazon.com, Bhphotovideo.com, Crutchfield.com, Dell.com, HP.com, Newegg.com, and TigerDirect.com.If the request for a price match falls within the qualifications listed within the policy, we will gladly honor the price matchHowever, we will need more contextWe will need to know what competitor that the customer is looking to price match and the exact model number of the productThe model numbers must match exactly. Thank you,Dan S.Best Buy

Dear Revdex.com, Thank you for bringing Ms*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customerBest Buy relies on the mobile carriers (i.eVerizon, AT&T, etc.) to provide us with accurate data on mobile phone contracts as
these contracts are with the carrier, not Best BuyCustomers electronically sign the terms and conditions of the contract with the carrier, and are provided with a printed copy as wellBest Buy recommends the customer work with their carrier on the issue, and considers the matter closedRegards, Kathryn S

Dear Revdex.com, The attachment provided does not include the terms and conditions of the plan, it shows the installment plan payment historyWe are requesting a copy of the contract and the terms and conditions of the installment billing plan. Regards,Kathryn S

Dear Sir/Madame, I would like to once again clarify that my complaint does not have to do only with the information provided by the BestBuy website, but also with the deceptive information that I was provided with by most, if not all, of the BestBuy agents which I have been in contact with, using different forms of communication, including chat and emailsAfter the mishandling and loss of my original order, a BestBuy agent promised me that I would receive the replacement item on February 3rdWhile this promise was not kept, the website showed confusing information, where, while my order status said I would receive the order on February 27th, I also received an email from BestBuy stating that I would receive the item on March 5th Over the course of the days between February 1st and February 6th, I have had several contacts with BestBuy Agents (which can be seen by the cases tied to my BestBuy account, including but not limited to Case IDs: ***, ***, ***, ***, ***)In most of those cases, I was given changing and deceptive information, where every agent said different things. I even had a case where the same agent in the same call told me that the item is NOT available and I would have to wait at least until February th to receive it, and then a minute later she told me that the item is packaged and ready to be picked up by the courier. In another case, an agent told me that the item was not available in the warehouse and would not be shipped, but I would have to take public transport for three hours and go and pithe item in a store, and the same information was declared as by another agent on another call, who told me that the item is not available for pickup in any store nearbyI also had a case (No***; Agent name: Veron), where an agent refused to let me speak with her Supervisor under the pretense that everyone at the Support Center has the same access and they will all give me the same information (another deceptive misleading piece of information at that)Another agent tried to convince me to cancel my current order entirely, and purchase the same item for a price of $more, stating that BestBuy was unsure if they could fulfill that order within the time frame, if at allIn another instance, I was promised that I would receive a call from a Supervisor, which never happened As you can see, in every step of the way I was given deceptive information and this caused so much confusion and troubles for me, that I am not sure whom to trust anymoreThis pushed me in a loop of checking the Order Status on BestBuy web page but also checking if my bank account was being refunded or charged additional funds by BestBuy, as I could not even foresee what their next would beIt even made me unsure of ever making an online purchase again - not just at BestBuy, but at any other merchant as well, since the process is virtual and BestBuy seemed to hold no accountability whatsoever on what information its agents were providing me with or the outcomes that this information may be fosteringIn my honest opinion, deception is something which can truly hurt the customer, in this case, myself, and affects the trust the customer has not only in that merchant but in the entire shopping process and is a deed which requires liability from the responsible party, in this case, BestBuy Furthermore, because of the delays with sending the laptop to me from the Bestbuy warehouse, I have also fallen behind with work which I don’t think it would have happened if Bestbuy was more straightforward from the beginning about what is happening with my orderIn the beginning of this week I had to cancel a conference invitation in the value of $because I was not able to get all the job done in time, especially because it always took at least an hour every time I talked to a Bestbuy agentLastly, the laptop has arrived today, and it shows sign of wear on the side, while online it was advertised as being in excellent conditionWhile I don’t have anymore time to spend dealing with returning this laptop, and going through the process of ordering it again, and because of this, and all of the inconvenience that has been described above, I would like to request Bestbuy to credit back 20% of my laptop price, and cover the fees that I had to pay and cancel to the conference because of this experience with BestbuyPlease let me know if you need any additional informationBest

Dear Revdex.com,Best Buy stands firm with our initial response and will not be offering any other considerations to this matter.Respectfully,Ash E

I am rejecting this response because:
BEST BUY CLAIM DEPARTMENT CALLED ON SATURSDAY 10/1/2016, THE
PERSON ON THE PHONE FROM SPIRIT DELIVERY HAD NO CLUE WHAT THE CLAIM IS, SHE DIDNT EVEN HAVE THE CORRECT DAY OF THE DELIVERY AFTER I GAVE OUT STATEMENT MULTIPLE TIMES TO BEST BUY, TO SEDGWAY AND TO SPIRIT DELIVERY. I WAITED WEEKS FOR SOMEONE TO CALL ME BACK WITH ALL THE WRONG INFORMATION AND SO RUDE THAT HUNG UP ON ME. ALL I GOT WAS A CLAIM FORMS THAT I RECEIVED ON THE WEEK OF 10/1/TO HAVE TO ESTIMATE DONE. NO ONE CARE ABOUT MY PROPERTY DAMAGE, NO WORD ON IF I SHOULD FIX IT, OR EVEN SEND SOME ONE TO CHECK ON IT. TODAY IS 10/13/2016 I SENT MY ESTIMATE AND PHOTOS TO ALL THESE THREE PEOPLE FROM SPIRIT DELIVERY (***; ***; ***) I THINK I WOULD HAVE TO WAIT FOR OR WEEKS TO GET ANY RESPONSE FROM THEM. PLEASE SEE ATTACHED FOR MY CLAIM AND MY REPAIR REPORT ESTIMATE

Initial Business Response /* (1000, 10, 2015/07/08) */
Dear Revdex.com,
Thank you for bringing*** concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer
Best Buy feels we have not deceived the customer with the return period as the
customer's receipt shows we have a 14-day return period on Phones and Carrier Connectable Devices for all customersThe customer should contact the manufacturer for warranty assistance
Regards,
Kathryn S
Initial Consumer Rebuttal /* (3000, 12, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The receipt doesn't say the day period including the first day of purchaseWe purchased the phone at 4:21pm of that Sunday 21st, so as my understanding a day is hours and till 4:21pm Monday 22nd is considered as dayTherefore, when I came back to the store on July 5th noon, it was still within day periodThe reason both my brother and I were upset is your Best Buy employee did not inform us on the day of purchase that the day of purchase is considered day All he told us, "You have days to return the phone." I have read on the fine prints plus the Best Buy website, and there was no where saying that the day of purchase is considered as first dayIf we were well informed from your employee, we wouldn't come back on July 5th but the 4th already since the phone has some issuesBesides when I called and spoke to your corporate representative who told me that Best Buy could write a note saying that customer will return the next dayThen I'd be able to returnHowever, when I got transferred to a different representative, she told me to talk to the store managerBesides, the store manager didn't try to help us in first placeAll he said was, "There was nothing we can do about it." How can Best Buy always promote customer service satisfaction when your store manager didn't even try to help?
Final Business Response /* (4000, 14, 2015/07/10) */
Dear Revdex.com:
Best Buy feels that we have fully addressed*** concerns that were forwarded to your office in our previous response and we maintain our positionThe customer's receipt shows we have a 14-day return period on Phones and Carrier Connectable Devices for all customersThis return period starts on the day the customer acquires the productBest Buy will not be accepting a return or exchange on the phone
Regards,
Kathryn S